![\"Grow](\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/6a00e54ee3905b883301bb07ae15b0970.png?strip=all&quality=95\")
<\/img><\/a><\/h3>\nPlay to Strengths and Watch Employees Rise to the Challenge<\/b><\/h3>\n
If you never give your employees responsibility, they\u2019ll never be ready for it. You do both their job and yours, and they won\u2019t learn how to make decisions independently.<\/p>\n
Delegating provides a challenge for your employees and helps them grow. As Dr. Marshall Goldman<\/a> notes, this is the best way for employees to develop their skills. As employees perform tasks that go beyond their basic job description, they develop new knowledge and skills.<\/p>\n The key is to make sure you match employees’ skillsets<\/a> to the tasks you\u2019re delegating. Think about your employees’ strengths and how much responsibility they can handle. If you\u2019re unsure, ask them. A quick meeting is usually enough to learn about an employee\u2019s comfort level with additional responsibilities. <\/p>\n After that initial meeting, delegate work, over time, to help continually develop employees\u2019 skills. As your employees grow in confidence and develop into empowered customer service reps, they\u2019ll reap the rewards of greater autonomy and career growth \u2014 and your company will reap the rewards of better-satisfied customers<\/p>\n As a manager with years of experience, it\u2019s possible no one in your company understands customer service better than you. But the truth is that your employees don\u2019t need to: Given the right tools and training, you can equip them to know what to do in the majority of situations. That\u2019s more than enough to increase efficiency and free up your time for strategy and planning.<\/p>\n What you need is the right system to share knowledge within your department. Start by learning more about your department. What are your customer\u2019s most common problems? What are the most effective ways to solve them? A customer relationship management (CRM) platform<\/a> will make this research easy.<\/p>\n Create a knowledge base<\/a> for your employees, then give them the freedom to update it as necessary. Equip them with customer service software<\/a> that empowers them to act quickly on customer service issues. With your reps sharing knowledge and working together to make the department better, you may even learn something new yourself.<\/p>\n Even if you have great traffic to your website, 95 per cent of your visitors<\/a> aren\u2019t going to become customers. However, more could be converted if you had an easier way for visitors to get their questions answered. Using live chat<\/a>, a rep can invite visitors to chat based on their actions. Have someone dedicated to this task. If you properly delegate this important part of customer service, visitors\u2019 questions will be answered more quickly and thoroughly. Start with one agent, and grow as your customers do. By offering real interaction through live chat, you\u2019ll start to chip away at that 95 per cent.<\/p>\n There\u2019s no rule book for healthy delegation. If there were, 46 per cent of companies<\/a> wouldn\u2019t be concerned about their employees\u2019 delegation skills. Thankfully, there are guidelines that will help. Here are four questions to consider as you start delegating.<\/p>\n Make sure your goals and standards are clear. The better your employees understand the goal<\/a>, the better they can use their creativity and resources to help reach it.<\/p>\n If you hear responses like, \u201cOf course I can help you with this,\u201d it\u2019s a good sign you\u2019re doling out tasks, instead of giving true responsibility. Let go of the wheel. Trust you\u2019ve got the right people<\/a> for the job and let them do it. <\/p>\n Check each employee\u2019s progress regularly. If they get off track, steer them back without taking away the autonomy you gave them. And if you want employees to stick around, praise successes<\/a> whenever possible.<\/p>\n Solving every problem your employees bring you isn\u2019t real delegation. Even if you have a better idea, encourage employees to find solutions. This builds the muscle they need to become creative problem solvers.<\/p>\n As a manager, you\u2019re used to taking control of the important tasks. But if you hold back on delegating to your employees, you\u2019ll be overburdened and holding your skilled employees back. In order to maximize efficiency in customer service, give employees the tools, training, and responsibility to make their own decisions. As your delegation improves, you\u2019ll build a culture where employees can develop their skills and prepare themselves for even more responsibility in the future.<\/p>\n Help your company do more for its customers with the tips in our ebook , \u201cCRM: Put Your Customer at the Heart of Your Business.\u201d<\/i><\/p>\nCreate a Knowledge-Sharing Culture<\/b><\/h3>\n
Delegate Your Live Chat Service and Get a Piece of the 95 Per Cent<\/b><\/h3>\n
4 Steps to Better Delegation<\/b><\/h3>\n
How clear are my objectives?<\/b><\/h4>\n
Am I giving responsibility, or just doling out tasks?<\/b><\/h4>\n
Am I evaluating and praising enough?<\/b><\/h4>\n
Are they solving their own problems?<\/b><\/h4>\n
<\/img><\/a><\/p>\nShare “The Art of Delegation: Are You Doing It Right?” On Your Site<\/h3>\n